nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Can't log in after changing master password

James Pierce

Today I followed LastPass's recommendation to change my Master Password. I enter the password twice as requested, and then received a message my data was being re-encrypted with the new password. Since then, I've been unable to log in. When I try, Lass Pass says to check for an email or try again. I did receive an email notifying me of the change, however there is no link there to let LastPass know I received it. So I've tried every other method I could find. I clicked on forgot password, and LastPass sent me an SMS code to verify my identity. That came through just fine, however didn't get me into my account. So at this point, I can't access LastPass at all. I use it constantly, and I hope for rapid relief. Thanks for any assistance!!

Find more posts tagged with

Accepted answers

rachael.orovets

Hi@"JimRP",

I have reviewed your account and see that you changed your Master Password yesterday and have not been able to sign in successfully since then. You will need to double check how you are entering the new Master Password you created, remember it is case sensitive, must include at least one upper and one lower case letter, number and symbol. If you cannot get the new Master Password to work you can always revert your account to the previous Master Password:https://lastpass.com/revert.php

Henry Eduardo Ortiz (3P)

Hello @angeliquevin,

My name is Henry and I am happy to assist with your inquiry, and appreciate you contacting LastPass Support!

I am sorry about the issues you are having logging in. Our records show that you are entering the correct Master Password but a Verification email is being sent to you. Please try to log in once more, then check your inbox for an email from LastPass with the subject "LastPass Security Notification: Login attempt blocked". Click on the link included to Verify new device or location. Then, try logging in one more time and you should be able to access.

Please let me know if this worked or if further assistance is required.

Thank you,
Henry | Customer Care

All comments

rachael.orovets

Hi@"JimRP",

I have reviewed your account and see that you changed your Master Password yesterday and have not been able to sign in successfully since then. You will need to double check how you are entering the new Master Password you created, remember it is case sensitive, must include at least one upper and one lower case letter, number and symbol. If you cannot get the new Master Password to work you can always revert your account to the previous Master Password:https://lastpass.com/revert.php

rachael.orovets

Great, thanks for keeping us updated! We would recommend setting up as many recovery options as possible now that you're back in to your LastPass account:https://support.logmeininc.com/lastpass/help/how-do-i-set-up-all-account-recovery-options-for-lastpass

James Pierce

Hi Rachel. I had already decided to revert my password using FaceID on my phone. That was what finally worked! Thanks for your time.

info

i have somewhat similar.

I changed my main pass for security reason.

Then i needed to login into my app.

It's asking me for dual-auth code... but i dont use that app of lastpass.

I cannot install/set it up also... because you need to be logged in for that?

So, i use 'send SMS'... i dont receive any sms.... so still cant login.

So, i tried 'recovery'.... Did stepts... and used send SMS code... and yes SMS arrived so i could continue.

But... after that, trying to login ofcourse, it asked me (again) for dual-factor-auth code.... BUT I HAVENT GOT IT. So... used send SMS... NO SMS ARRIVED....

Whaaaaattttt... so, SMS is working for last-resort-recorvery (telling me i have the correct phonenumber in my LP account) but not for simply loggin in....

really need help quick and there is NO way to contact Lastpass through a proper supportdesk which is really a missing feature for a paid service.... i am really bummed out and as i see now i have to wait 72 hours for an answer and i can bet all of my money that i will receive a question instead of an answer.... which will then again take me 72 hours i guess....

gr. Dennis

benjaminjj

Cant access master password and my recovery email is no longer existent - Is there anyone who can help me recover or do I need a full reset?

rachael.orovets

Hi @bjamin007,

Please be aware that it is not possible for LastPass Customer Care to reset or change a user's Master Password.If you have already tried all the other recovery options at https://support.logmeininc.com/lastpass/help/recover-your-lost-master-password-lp020010 and could not recover your account, your final option is to reset your account and start over with a new master password and new empty Vault. To reset your account, please follow the steps in this article: https://support.logmeininc.com/lastpass/help/reset-your-lastpass-account-lp010066

Jim Duvall

I have worked for a week to reset my Master Password after a failure on July 11. I have been logging into my LP account w/out issue for over 3 years. After multiple attempts on several devices (cell, tablet, laptop), I decided to reset the Master PW. I logged in on 1 device and assumed it would work on others. However, that was not the case. I attempted to revert to the old PW and that didn't work. I tried using my fingerprint on my Android and that DID work. However, my phone updated and rebooted. When I got back in to my phone, I could no longer login.

So, I contacted support and received stock solutions. Tonight I spent time working on finding a device that might let me login w/1 of your solutions. Voila - the LP app downloaded from the MS store WORKED! I was prompted to enter my PW twice. After completing that, I received a message that LP was re-encrypting my data. After this - success, I'm seeing all my PWs. I thought all was well. AND I wrote down the PW (just like I have done in the past) so I'd have zero issues logging in other devices. Picked up my Note 10+, entered the PW and, WHAT!!?? - I can't login!! Tried it on the Edge extension - same results. I'm still (thankfully) logged in to my MS app, but I don't see anyway to try and reset the Master PW again. I believe something is awry with my account and possibly the LP system, since I'm seeing many others with the same issue.

W/out giving me stock replies, what am I to do? I can't afford to lose my vault, yet again! The MS app doesn't seem to give me all the rights of the regular app or the browser extension.

Please - someone help me!

Jbear1212

Jim Duvall

Solved - I had to verify that it was me logging in to each device through my security (backup) email address.

All is well!

Jbear1212

kkchandok

I am not able to submit a report ticket. It says I have to look in the community forum. I am not a paying user of lastpass.

James Pierce

Hi. Have you submitted a support ticket? When I had a similar problem, they helped me solve it. Also, for some reason LP doesn't promote it, but you can make an encrypted backup so if you ever need to reset your account, you'll have access to all your vault items. Good luck!! Jim

kkchandok

I reset my master password yesterday and I still cannot login. The hint I get is the one associated with my previous master password. I changed my master password twice but not luck. the recovery does not work.

thx

kkchandok

Your solution si not working. I reset my master password and then when I try to relog it does not work. It keeps giving me the old hint meaning the master password is not getting updated after I do a recovery.

melbert

Hi I have signed up to Last Pass and log in. And I can't log with my master password. Any help on this matter.

melbert

Hi I have problem logging in on my last pass. I am running in circle resetting but no good. How can I change password or access my account?

kkchandok

Hi Rachel,

when I do the account recovery I am prompted to a vault where I am asked to changed my master password. I do that. However after I change the master password I am not able to login. The master password is not getting changed through the recovery process.

rachael.orovets

Hi @kam1,

I reviewed your account and see that your master password has not changed in the past 30 days, I also see that your recent login attempts are failing due to an incorrect username or master password being entered.You will need to double check how you are entering theMaster Password, remember it is case sensitive, must include at least one upper and one lower case letter, number and symbol. If you need to reset your master password, please try all of the possible recovery options here:https://support.logmeininc.com/lastpass/help/recover-your-lost-master-password-lp020010

Please be aware that LastPass Customer Care has no knowledge of a user's Master Password and it is not possible for LastPass Customer Care to reset or change a user's Master Password or assist a user with changing/resetting their master password.

rachael.orovets

Hi @kam1,

I do also see that the master password change is not being "registered" or finished as well. We've done a refresh on your account, could you try the recovery process again to see if you can then change the password and log in to LastPass?

kkchandok

Hi Rachel,

I have the same issue as before when I change the master password after recovery it is not getting over written. I don't remember my previous masterpassword.

kkchandok

Hi Rachel,

When I click on Account recovery I receive a link in my email to use. When I click on the link I am taken to a vault where I am asked to enter a new master password. Once I enterethe new password the system does an encryption

Then I look at the account and it shows the master password was updated in June which means the new master password is not getting updated in the system.

rachael.orovets

Hi @kam1,

What method of account recovery are you using where this happens? Does this happen after you've restarted your device/computer as well, or when trying recovery on a different browser/device?

rachael.orovets

Hi @kam1,

Thanks for the additional information.We see that there are no available recovery one-time passwords for your account, which means most methods of account recovery will not work (such as recovery via email/browser). I do see that you had generated some One-Time Passwords at some point, if you are able to locate that generated One-Time Password you can visit this link to enter an OTP and your account info to reset your master password: https://lastpass.com/otp.php?forcelogin=1force_changepw=1 or try another method of account recovery:https://support.logmeininc.com/lastpass/help/recover-your-lost-master-password-lp020010

valeria.uk

I had many attempts trying to recover my account.

I proceed through the link, enter a new master password, receive a message about re-encryption. It seems like everything should work because it takes me back to the account settings. But once I try to log in again the password is incorrect. And yes, with many attempts I made sure that my password is correct. I also think that my initial password was correct because I followed the hint and use this password for a long time. I strongly believe that this might be a bug.

rachael.orovets

Hi @ValSv,

I have reviewed your account and verification emails were sent after you used account recovery and changed your Master Password. You will need to verify your login via an email that was sent to your Outlook email.We would recommend checking your email account in a browser, instead of through a mail app or mail program, and making sure that these emails aren't being sent to the junk/spam folder instead of your inbox. We would also recommend checking your email settings to be sure no LastPass or LogMeIn email addresses are being blocked or are on the blocklist/blacklist. Additionally, please be sure these email addresses are added to your Safe Senders list or allowlist/whitelist in your email settings: support@lastpass.com, do-not-reply-support@lastpass.com, support-replies@logmein.com and then attempting to log in to LastPass again which will prompt a new Verification Email to be sent. The subject line of the email you're looking for is "LastPass Security Notification: Login attempt blocked"

bouabd007

I have the same issue after using device recovery process because i forgot my old PW and enter New PW in the 2 fields and re-encryption done.

trying to login back with the new PW keep failing with msg password is incorrect

glenn.dobson

Hi@"jhfhd",

I have reviewed your account and see only failed sign in attempts since you changed your master password, meaning what you are entering does not match the new master password.Remember, the master password is 12 or more characters long and has at least one upper and lower case letter, number and symbol. It is also case sensitive so you may want to type it out in a text editor to check exactly how it is being entered.

You may want to try signing in directly on our website lastpass.com using a desktop browser since touch keyboards can be difficult.

melon467

I forget my master pass but i can not recover it.

ash.canon

I'm sorry, @Milon121

I could find no recovery methods available on your account, and we cannot change the password for you. If you cannot remember the password, please follow these instructions to reset your account: https://support.lastpass.com/help/reset-your-lastpass-account-lp010066

tiahnir.harris

I'm having literally the exact same problem! I lost my original login password for the Lastpass phone app. When I took the steps to make a new password, I never got an email of confirmation or anything saying I had even attempted to change the password. When I try getting the hint for the new login to see if it successfully updated, the password hint is of the previous password that I lost.

eeth23

I've reset the password and the resulting message is "

To continue:

Check your inbox for an email from LastPass:ee****@suddenlink.net

or

Review your login info and try again

The email from LastPass never comes. Help! I can't access my account.

federico.zuccollo+lp

I have followed the procedure to change the master password, got to the page where I have to enter the current master and a new one. Then it went on to encrypt the vault with my new master, uploaded it and got to the login page.

I entered the new master password and could not get in; tried 4 times, carefully confirming each character, but no way. Then I tried the old master password, and it just worked! In the login history I have see recorded the 4 failed login attempts.

My question is: what happened? It accepted the new master (otherwise would not have encrypted and uploaded the vault, wouldn't it?), but why didn't actually change it?